Track 5: Future of AI and User Interfaces

Conversational Interfaces in Customer Service

Salon H-I December 13, 2017 1:35 pm - 2:15 pm

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Dr. William Meisel
Ernesto Feiteira
Michael Nicholas
Scot Whigham

Moderator: Dr. Bill Meisel, President, TMA Associates


– Michael Nicholas, Founder/Partner, Born.AI

– Ernesto Feiteira, Manager of Strategy & Innovation, Liberty Mutual Insurance

– Scot Whigham, Director Global IT Service Support, InterContinental Hotels Group (IHG®)

Customers contact companies through multiple channels—phone, web sites, mobile apps, home devices, messaging applications, and whatever is next! A conversational interface can unify these experiences by simply allowing the customer to interact with an automated system using human language, text or speech, whatever the channel. This session describes what can be done practically today, and how a company can best use this major technology trend to create satisfied customers while cutting costs.